Echelon Fitness UK Avis 

I bought this treadmill expecting a great connected home-gym experience, but it’s been deeply frustrating.

The software consistently fails to update — it just times out or hangs, even with a solid Wi-Fi connection. Every time I have contacted technical support, I was walked through the same basic troubleshooting steps — steps I’ve already done dozens of times — with no escalation and no technician recommendation.

As I have looked into it, online user discussions confirm that many owners struggle with firmware and tablet update problems, often needing repeated power-cycles or complex workarounds just to get updates to complete. Many users agree there are numerous reports of connectivity issues, update failures, and poor customer service for Echelon equipment. Exactly my experience.

I’ve had good experiences with some Echelon products in the past ( a bike and a rower--both of which I used my own iPad to connect), but after this treadmill and the weak support I received, I’ve lost confidence in the brand and won’t buy another Echelon product.

This is very Unfortunate as I loved echelon 12 months ago, I signed up and enjoyed their classes and really improved my fitness but the last 6 months have been awful, music doesn't play on half of the classes, issues with classes being replaced constantly, closure of the UK studio was a massive mistake. I feel the whole community feel of echelon has gone and judging by the Facebook group and these reviews im not the only one. The whole of the UK has been forgotten!. I've gone down the zwift route now!

Echelon
Not fit for purpose in uk if you have sky broadband. Bought this mirror as a Christmas present for the family after setting up connecting to the WiFi we were impressed just a slight issue as the software wouldn’t automatically update? Reported this to their customer service department and 6 weeks later after dozens of emails now potentionally looking at a legal battle with them to return it 🤬 first update they emailed me had all my windows anti virus telling me not to download and eventually corrupted a usb drive. New drive purchased, tried again, updated the mirror this time but now won’t connect to the same WiFi it was connected to before? Literally carrying this very heavy mirror round the house to see if it would connect anywhere to the WiFi whilst ongoing emails to the technical department? It connected to my phones hotspot but not the WiFi so could only be used if we used our phones data plan instead of the WiFi? Eventually they admitted that the update now made it incompatible with the latest sky router even though 30+ other items from 20+ different brands all work fine on our WiFi. After telling them this wasn’t acceptable and the mirror wasn’t fit for purpose so I’d like to return it they said as part of their terms and conditions this would cost £99 for the courier and £29.99 for the additional packaging? Not according to the consumer credit act 2015 so they’re also breaking that law. Now waiting for them to collect it and decide whether or not they’d like to go down the legal route to claim the money back🤬 joke of a company avoid at all costs!

Provided me with a faulty product, unable to offer a satisfactory solution despite legally being obliged to, wants me to be out of pocket for their terrible product. 0/10 for customer service. DO NOT BUY. Buy a peleton instead, at least it won't blow your house electrics!

What a surprise, all the latest reviews are from people saying they have faulty products, I do not think this will work out well for you with trading standards.

2nd replacement treadmill treadmill arrived 15th of January, reported that the treadmill had started stopping mid run on the 31st of January, even though every video I’ve sent shows the treadmill wasn’t working customer services made me remove all software basically turning it from a smart treadmill back to basic over 20 emails later and customer service having the exact videos they requested it’s been 5 full business days and they haven’t had time to watch less than 3 minutes of videos, I’ve requested the legal teams email 3 times and been shot down saying I need to deal with customer support even though they seem to act like they built the treadmill themselves, do not buy one of these treadmills, it’s useless

They are now changing my running machine for the 3rd time in 12 months. Yet their machine is faulty through no fault of mine and they expect me to rebuild the new on from scratch or pay £99 to have them build it. How is this fair, I have a fully built machine that breaks down , yet I have to build the replacement. That is not correct and bad customer service.

DONT use this company.
Terrible experience. Wasted lots of my time.
They make it VERY difficult to cancel monthly subscription.
They have no phone number so you can speak to a human.
Utterly disgraceful.

Awful customer support, did not listen to me that why I could not use my £100 gift voucher and it is expired now, no willing to extend the expiry or issue a new one.

Awful! Do not buy the equipment or subscription. Terrible company! No music… how can you run an exercise class with no music even though that’s what you were getting when you signed up! Just money making scammers.

Avoid! Avoid! Avoid! If you’re looking for a Peloton, don’t buy this. If you’d asked me pre-2022 I’d have had no hesitation in giving top marks. The classes were fantastic, the music was actual music and not licence free stuff. No slight on the amazing instructors who are just as unhappy as us for not being able to use real music. Now it’s all about the bottom line, poor excuses from customer service who just pay lip service. The app is faulty, the platform needs music and they don’t want to pay. They just keep pushing update after update after having to release a half built platform to try to stop a members revolt. Just pay the extra for the Peloton, its worth it.

Edit - I have been asked for information regarding an issue with video quality that I have yet to provide, however this is just the tip of the iceberg. Echelon still can’t provide any reply to this, despite it being reported by many users because their platform is not ready for release but they pumped it out anyway. No real response apart from a company party line about music. Been kicked out of another class as the software fails. Avoid!

I purchased an Echelon EX5s bike to improve my fitness, but it has been a constant headache. The tablet is plagued with crashes, freezes, and failed updates, making the bike almost unusable.

Echelon has refused to replace the faulty tablet, instead demanding endless videos and diagnostics – as if I’m a software developer or tester. This is not a finished product and should not be sold on the market.

Buyers beware – I wish I had read the reviews before buying this product. This is not a Peloton alternative. If you want a reliable, hassle-free experience, look elsewhere.

****Update****
Hi Echelon Fit UK,

Thank you for your response, but I must clarify a few points.

I have already provided the requested information and videos multiple times, as confirmed in my previous messages. Repeatedly asking for the same information without reviewing the case history shows a lack of joined-up support.

The issue has now been ongoing for over two months, and despite my cooperation, it remains unresolved. The troubleshooting steps suggested so far have not worked, and the problem continues to occur during both on-demand and live classes. I am simply asking for the faulty part to be replaced or repaired under the warranty you advertise.

As for the reseller, while I purchased through ClearCycle, you have explicitly stated that Echelon provides the 12-month warranty and support. Deflecting responsibility at this stage is unhelpful and only adds to the frustration.

I would still prefer a resolution – ideally a repair or replacement of the faulty part – rather than having to escalate this further.

I have had the bike for less than a year. Initially had a great experience. The bike itself is sturdy. However the music is rubbish. Then I had to have a replacement pedal set sent to me due to the strap snapping, I haven’t been able to update to the latest upgrade and now the screen isn’t working at all. So it’s at the moment unusable. I am waiting for customer service to provide me with a remedy (although they have been quick to respond previously) so I hope it doesn’t take too long.

I do wish I had read reviews before I bought this and I may have thought again as it seems the issues are many - and I am still paying for this bike for the next 15 months. I hope customer service can provide me with a sufficient remedy.

Update: a whole day of emailing back and forth asking me to do a factory reset using the screen…that doesn’t work. A whole day! My word

I have to say the customer service team in particular Michelle were outstanding. I had a bike delivered by Amazon and the screen that had a very small hairline crack in it and it would also not update the software on it. It was immediately replaced and after a few try’s the team managed to get the update issue sorted. I was kept updated almost everyday on the progress.

Firstly, I really like the bike, it’s well built and sturdy and feels high value. I have the bike with the screen, as I need inspiring to keep pedalling.
While all that is great, looks great, feels great etc, the problem is that you can’t do an app update. That means I can’t link my app to the screen and it can’t track my history. That’s a basic in my book! So I’m working out and not even having any of it tracked, ridiculous. Every time I switch the bike on I’m asked if I want to update my screen app. I say yes and everyday day it goes to upload and says there is an issue. If you search for this problem there are thousands of posts about this online. I contacted Echelon and their solution didn’t work. Same again, same failure to update. Echelon, GET THE BASICS RIGHT! No point having a bike that cost £1000 if I can’t use it properly

Once i had ordered the equipment from Echelon, i had some issues with deliverybdates. Michelle was so helpful and managed to solve all of my problems. The delu ey was made to suit me and the equipment in first class. (Running Machine and bike)

Had an issue with updating the app and not been able to get on any classes.
Reached out to customer services and had interaction with a great representative called Michelle.
She couldn’t have been more helpful and got my issues resolved quickly and without any fuss.
Thanks for the great support it is greatly appreciated
Mark

UPDATE: Whilst Echelon have stated below that they can see customer service has been keeping me informed...I have had to chase for updates multiple times. It is now 3 weeks since I raised the fault and I have been advised today a further wait is required for the part once dispatched and delivered, then the engineer needs rebooked.

There is no customer support here.

All below comments still stand. Highly recommend you consider another brand whe investing in a spin bike. Echelon aren't worth the hassle. Previous issues were 'resolved' after a lot of inconvenience. Unfortunately after so many issues, ones satisfaction is somewhat tested and whether resolved or not, others should be aware of what they're getting into when purchasing an Echelon machine.

Lack of quality control and inexperienced delivery companies also being paid to build the bike - resulted in 2 replacement bikes and a screen that will only rotate 45 degrees and not 360.
The lack of urgency between an issue (caused by poor QC) and the fix. Currently on week 3 with no update as to when the bike will be repaired - bike not useable during this time.
The app constantly requires updating but you need to do this via your own phones hotspot as it won't update connected to WIFI. Even when updating on hotspot it takes between 20-30 mins and often gets stuck and requires restarting. Without updating the app issue will be experience with on demand classes freezing and classes closing mid ride.
Whist the speed of customers service is quick, there is little value provided in the responses and even less acknowledgement of the multiple failings, poor quality and inconvenient 'work arounds' for updating the app.
A 12 month warranty os insufficient for a bike with such a poor QC process.

Whilst this bike is not a Pelaton, it is absolutely still marketed as a premium product. Whilst you could say I have been unfortunetate and had some bad luck, I would urge you to do some further research into the poor reviews, app issues, quality problems that others have shared online before purchasing.

Shocking service. Over £1000 spend on a bike and after 4 months unable to join any classes and keeps crashing. Customer service not Interested and not willing to issues refund. The product is faulty. Shocking service spatially after spending so much money with them

This company is truly the epitome of bad customer service.

Bought a bike here that has an internal flaw which you can clearly hear. Upon reaching out to their customer support their advice is to open it up myself because there is nothing visible.Duh...it's inside and it rambles on every turn of the pedal, but I don't think it's my responsibility to start being an engineer here and fix ur faulty bike that somehow passed QC. Please for your own sake, spend a bit more and go with a proper company.

Really frustrating that my treadmill didn't complete the software update correctly the first time it prompted me to do it it went to a blue screen and froze. Contacted customer service who gave me a workaround that was not the easiest to do. Luckily I'm ok with technology but for someone who isn't this would be a huge barrier. Sorted the issue only for it to happen again when the next software update was due. Very poor journey. The actual kit is good and seems to work OK but the screen and software is poor. It doesn't connect your Spotify account. Issues with connection to fit bit. Overall, I would not buy again but unfortunately I am now stuck with it as outside the return period. Very expensive mistake.